How Refunds Work in YoPrint

Refund all or part of a payment through the payment provider or to the customer’s credit.

To take or record a payment, see Collect and Record Payments.

Choose where the refund goes

For an online payment, choose Refund… to ask the payment provider to return money to the customer’s payment method. Choose Issue credit… to take money off the order and keep it on the customer’s account for future invoices. Issue credit… does not send a refund request to the provider.

The two routes have different destinations:

A refund changes the payment, not the prices or invoice total. If you also need to reduce what the customer owes, update the order or apply a discount separately. Make that change before refunding when the order total should be lower; otherwise refund the payment first.

For online payments through PayPal, Stripe, Square or Authorize.net, request the refund in YoPrint or in the provider’s portal. YoPrint does not support direct refunds for Gravity Payments. Issue those refunds in your Gravity Payments portal.

For cash, checks and other payments you recorded manually, return the money outside YoPrint, then record the refund.

Open the payment to refund

1. In Sales → Customers, open the customer. If the customer view opens in a drawer, click View full page. Then select Finance & Assigned.

   

   

2. Select Online payments.

   

3. Open the payment you want to refund. Online payment rows show the amount, order, provider reference and, when applicable, a refund status. Check On orders now in the payment drawer to confirm the order and amount you intend to refund.

   

4. Click Refund… in the customer-payment drawer.

   

Choose which order or credit to refund

Check From in Refund or Issue credit before entering an amount. This payment has one available source, so From shows SO0179 · Up to $300.00 as a fixed line.

Return money to the card

1. On the payment, click Refund….

   

2. Enter the Amount (USD). Use the available amount for a full refund of that source, or a smaller amount for a partial refund. This example enters $60 from SO0179.

   

3. Click Review.

   

4. Check the source, amount and What happens, then click Refund $60.00 for this example. This sends the request to the payment provider.

   

The preview says Invoice 179’s paid amount drops from $300.00 to $240.00, with $60.00 due again. If the provider declines the refund, YoPrint restores the $60.00 to SO0179.

A completed card refund shows Refund confirmed and Refunded. Here, a $60 refund from SO0179 is complete.

You can issue further partial refunds while money remains available. YoPrint limits the amount to the selected source and the original payment’s remaining refundable balance.

Return money to customer credit

1. On the payment, click Issue credit….

   

2. Enter the Amount (USD) to return from the selected order. Use the available amount for a full return, or a smaller amount for a partial return. This example returns the remaining $240.00 from SO0179.

   

3. Click Review.

   

4. Check What happens, then click Issue $240.00 credit for this example. The preview says Invoice 179’s paid amount drops from $240.00 to $0.00, with $240.00 due again. Customer credit becomes $614.67, and Stripe says Nothing is sent; the charge stays as is.

   

The confirmation opens after you issue the credit. It shows Credit issued and Added to credit, and confirms that no request went to Stripe.

To reopen a completed refund or return, select View details beside its entry under History.

After issuing the credit, you can reopen Refund… to refund the unspent money to the card. Here, From shows Unapplied credit · Up to $240.00. Entering $240.00 previews customer credit falling to $374.67 and $240.00 going back through Stripe.

Check the payment, invoice and customer balance

After the $60 card refund, This payment shows $240.00 On orders and $60.00 Refunded. Under History, select View details beside the refund to reopen its confirmation.

After the return of the remaining amount to credit, This payment shows $240.00 Issued as credit and $60.00 Refunded, while SO0179 has $0.00 applied. On this payment page, select the order under On orders now to open it. To see how payment splits and History work on this page, see Read a Customer Payment: See where the payment was applied.

The invoice keeps its $300.00 total. SO0179 has $240.00 paid and $60.00 due after the card refund. SO0179 has $0.00 paid and $300.00 due after the credit return. Both returns take money off the order without reducing the $300.00 invoice total.

On the customer’s Overview tab, Customer credit shows $614.67 in total credit, including $240.00 from SO0179. In Finance & Assigned, Credit balance shows the same amount. This credit stays separate from the unpaid invoice balances in Outstanding. To use customer credit, see Customer Fund / Credit Management.

Customers: view the refund and available credit

When your customer opens an order link, they sign in with the email address your shop has on file and a code sent to that email. The order opens after sign-in.

On the customer’s order, expand the original payment in Payments and click View payment receipt. For the full steps, see finding a receipt later in What Your Customers See on a Receipt.

The receipt keeps the original paid amount and lists the refund separately. This receipt shows PAID $300.00, Refunds $60.00 and Net payment $240.00, with $240.00 still applied to Invoice 179.

After the later credit return on SO0179, open the order’s payment receipt and expand Changed since checkout to see the amount Removed from this order.

For the return of the remaining $240.00 from SO0179, the receipt shows Credit $240.00 and $0.00 still applied to the order. The original payment remains PAID because the money is now on the customer’s account. Net payment $240.00 is the part of the original $300.00 that was not refunded to the card and is now credit. Removed from this order −$300.00 combines the $60.00 card refund and $240.00 credit issue.

The $240.00 issued from SO0179 is now on the customer’s account. Customers can close the receipt and select Home in the sidebar to check their balance cards. See Customer Fund / Credit Management: What customers see in the Customer Portal.

The Invoices page shows which invoices still need payment after the refund or return to credit. The list keeps the original invoice total and marks the payment as Unpaid. Open an invoice to see its current amount due.

Record a cash or check refund

For cash, checks or another manually recorded payment, return the money to the customer first. A manual refund only updates your records; it does not move money. You can record a refund on a quote or sales order containing the original payment.

The example below records a $25 refund from a $100 cash payment.

1. In the quote or sales order’s Payments card, open More actions beside the original payment.

   

2. Select Refund….

   

3. Enter the Amount (USD) you returned. Click Full amount for the remaining payment, or enter a smaller amount for a partial refund. YoPrint shows an inline error and prevents submission if the amount exceeds the remaining balance.

   

4. Set Refund date to the date you returned the money. It cannot be earlier than the original payment date.

   

5. Enter a refund receipt number in Reference (optional) if you need one.

   

6. Add a Note (optional) if you want to record why you returned the money. The form records the refund but has no field for how you returned the money. Note the return method in Note (optional) or Reference (optional) if needed.

   

7. Check What happens, then click Refund $25.00 to save this example.

   

The refund appears beneath the original payment as Refund recorded, with a negative amount in Payments. The $100 payment and $25 refund leave $75 paid. The invoice total stays the same, so the balance due increases by $25.

You can record more than one partial refund. Each new refund is limited to what remains of the original payment. After this example, the refund form shows $75 remaining.

8. In More actions beside the original payment, choose View payment.

   

Its History shows the refund, including its reference and note.

If the provider has not confirmed the refund

Under History, use View details beside the refund to check its status:

If a result is uncertain, check the refund in YoPrint and in your provider’s portal before issuing another refund. Contact YoPrint support if the records do not match.

The time before a card refund appears on the customer’s statement depends on the provider and their bank. Stripe says refunds can take 5 to 10 business days, and Square says up to 4 to 14 business days.

Authorize.net payments must settle before you refund them. Settlement runs every 24 hours based on your account’s cutoff time. An unsettled refund attempt returns an error from Authorize.net; wait for settlement. Check the transaction in the Authorize.net portal and see its settlement guide.

For more about payment amounts and labels, see Read a Customer Payment. For disputes and provider take-backs, see Handle a Disputed Payment.

Refund from the payment provider’s portal

You can also start a refund in your payment provider’s portal. For a payment linked to an order, YoPrint records the refund when it receives the provider’s update. These updates usually arrive within a few minutes. Check the order and payment afterwards. If the refund is still missing after several minutes, check its status with the provider and contact YoPrint support before issuing another refund.

Use the provider’s current instructions for its screens, limits and confirmation steps:

• PayPal: issue a full or partial refund.
• Stripe: refund a customer.
• Square: process refunds.
• Authorize.net: refund a settled transaction.

Direct refunds through YoPrint are not supported for Gravity Payments. Issue those refunds in your Gravity Payments portal.